Manager of Client Success

🏢 Summary: Leadership role overseeing Customer Success Managers across Enterprise and Scaled segments, focused on building a unified Account Health framework and driving proactive retention. Responsible for segmenting engagement strategies, implementing data-driven health scoring, and operationalizing structured playbooks. Reports to the Director of Customer Success and manages performance through clear KPIs and scalable processes. 🗂️ Requirements: 2+ years managing Customer Success team or 4+ years as Senior/Lead CSM, Experience with high-touch Enterprise accounts and Scaled/Digital segments, Experience using CRM, BI tools, or Excel for health tracking and churn prediction, Proven ability to design and implement scalable processes or workflows, Ability to manage team performance using KPIs, Experience implementing tools, workflows, or playbooks 📃 Skills: CRM, BI, Excel, Gainsight, Vitally, ChurnZero, DataVisualization, Automation, EmailMarketing, Slack 🏢 Description: About the Role As the Manager of Client Success, you will lead our Customer Success Managers, overseeing a diverse portfolio that ranges from high-touch Enterprise partnerships to high-volume Scaled segments. Reporting to the Director of Customer Success, you will act as the bridge between personalized relationship management and digital-first automation. Your mission is to professionalize Customer Success operations by building a unified "Account Health" framework that works for every customer, regardless of size. You Will - Define and iterate on engagement models for Enterprise (high-touch) and Scaled (tech-touch) tiers to maximize efficiency - Develop a standardized Account Health Scoring system to identify risk across a 1,000+ account base - Transition the team from informal collaboration to a structured internal knowledge base and formal playbooks - Use leading indicators to trigger proactive outreach and improve retention - Manage day-to-day team performance using clear KPIs to drive accountability and growth Must Have - 2+ years of experience managing a Customer Success team or 4+ years as a Senior/Lead CSM - Experience managing high-touch Enterprise accounts (QBRs, multi-stakeholder navigation) - Experience managing Scaled/Digital segments (automation, mass communication) - Experience using data (CRM, BI tools, or Excel) to track health, predict churn, and report on performance - Ability to design scalable processes and implement new tools, workflows, or playbooks - High emotional intelligence with a coaching-focused management style Nice to Have - Ability to work with advanced data visualization tools - Experience selecting or implementing a Customer Success platform (e.g., Gainsight, Vitally, ChurnZero) - Experience with the automotive industry Interview Process 1. Initial Screen – 30 min 2. Hiring Manager Interview – 60 min 3. Case Study Assessment – 45 min Problem Solving Exercise – 60 min 4. Cross-Functional Interview – 30 min Completion of the Wonderlic Assessment (20–30 min) is required before the end of the process. We Offer - 100% remote work environment - Medical, Dental, and Vision insurance within 30 days - 100% employer-paid medical insurance - Equity package - Flexible PTO with 15 days minimum - Generous Parental Leave - FSA and HSA options - 401(k) - Growth & Wellness Stipend - WFH equipment - Collaborative, high-ownership culture - Opportunities for development and career growth

🏢 Summary: Lead and scale a Customer Success team overseeing both Enterprise and Scaled segments, building a unified Account Health framework and data-driven retention strategy. The role focuses on operationalizing processes, implementing health scoring systems, and driving proactive, KPI-based performance management. You will bridge high-touch relationship management with digital-first automation to improve global retention. 🗂️ Requirements: 2+ years managing a Customer Success team or 4+ years as Senior/Lead CSM, Experience managing Enterprise and Scaled/Digital customer segments, Experience conducting QBRs and navigating multi-stakeholder accounts, Proficiency using CRM, BI tools, or Excel for health tracking and churn prediction, Experience designing and implementing scalable processes, tools, or playbooks, Ability to define KPIs and manage team performance, Technical literacy with data visualization tools, Experience with Customer Success platforms (e.g., Gainsight, Vitally, ChurnZero) 📃 Skills: CRM, BI, Excel, Gainsight, Vitally, ChurnZero, Automation, DataVisualization, KPI, HealthScoring 🏢 Description: About the Role As the Manager of Client Success, you will lead our Customer Success Managers, overseeing a diverse portfolio that ranges from high-touch Enterprise partnerships to our high-volume Scaled segments. Reporting to the Director of Customer Success, you will be the bridge between personalized relationship management and digital-first automation. Your mission is to professionalize our CS operations by building a unified "Account Health" framework that works for every customer, regardless of size. You will lead a supportive, high-trust team and provide the strategic structure needed to turn informal knowledge into repeatable, data-driven playbooks that drive global retention. You Are - You understand that an Enterprise lead needs a different touch than a high-volume user, and you know how to build systems for both. - You dive into data to identify trends, churn risks, and expansion opportunities. - You can coach a CSM through a high-stakes executive presentation and optimize automated email sequences. - You thrive in ambiguous environments and solve messy data and process challenges. You Will - Define and iterate engagement models for Enterprise (high-touch) and Scaled (tech-touch) tiers. - Develop a standardized Account Health Scoring system across 1,000+ accounts. - Transition informal collaboration into a structured internal knowledge base and formal playbooks. - Use leading indicators to trigger proactive retention efforts. - Manage day-to-day CS team performance using clear KPIs. You Have Must Have: - 2+ years managing a Customer Success team or 4+ years as a Senior/Lead CSM. - Experience managing Enterprise accounts (QBRs, multi-stakeholder navigation) and Scaled/Digital segments (automation, mass communication). - Experience using CRM, BI tools, or Excel to track health, predict churn, and report performance. - Ability to design scalable processes and implement new tools, workflows, or playbooks. - High emotional intelligence with a coaching-first management style. Nice to Have: - Ability to work with advanced data visualization tools. - Experience selecting or implementing a Customer Success platform (e.g., Gainsight, Vitally, ChurnZero). - Experience with the automotive industry. We Offer - 100% remote work environment - Medical, Dental and Vision insurance within 30 days - 100% employer-paid medical insurance - Equity package - Flexible PTO with 15 days minimum - Generous Parental Leave - FSA and HSA options - 401(k) - Growth & Wellness Stipend - WFH Equipment - Chance to work with the latest technology - Collaborative, high ownership culture - Opportunities for development and career growth

🏢 Summary: Leadership role overseeing Customer Success Managers across enterprise and scaled segments, focused on building a unified account health framework and driving proactive, data-driven retention strategies. The position combines strategic operations, analytics, and team mentorship to professionalize CS processes and scale engagement models. Fully remote with comprehensive benefits and growth opportunities. 🗂️ Requirements: 2+ years managing a Customer Success team or 4+ years as Senior/Lead CSM, Experience with Enterprise (high-touch) and Scaled/Digital (tech-touch) customer segments, Experience conducting QBRs and managing multi-stakeholder accounts, Experience using CRM, BI tools, or Excel for health tracking and churn prediction, Ability to design and implement scalable processes, tools, or workflows, Experience managing team performance using KPIs 📃 Skills: CRM, BI, Excel, Gainsight, Vitally, ChurnZero, Automation, DataVisualization 🏢 Description: Steer provides a suite of software tools for automotive repair shops, combining CRM marketing, text messaging, email automation, direct mail integration, reputation management, appointment reminders, declined/recommended services, and integrated scheduling software. About the Role As the Manager of Customer Success, you will lead Customer Success Managers across a diverse portfolio ranging from high-touch Enterprise partnerships to high-volume Scaled segments. Reporting to the Director of Customer Success, you will bridge personalized relationship management and digital-first automation. Your mission is to professionalize CS operations by building a unified "Account Health" framework that works for every customer and to transform informal knowledge into structured, data-driven playbooks that drive retention. You Will - Define and iterate engagement models for Enterprise (high-touch) and Scaled (tech-touch) tiers. - Develop a standardized Account Health Scoring system to identify risk across 1,000+ accounts. - Transition informal collaboration into a structured internal knowledge base and formal playbooks. - Use leading indicators to trigger proactive outreach and improve retention. - Manage day-to-day performance of the CS team using clear KPIs to drive accountability and growth. You Have Must Have: - 2+ years managing a Customer Success team or 4+ years as a Senior/Lead CSM. - Proven experience managing Enterprise accounts (QBRs, multi-stakeholder navigation) and Scaled/Digital segments (automation, mass communication). - Experience using data (CRM, BI tools, or Excel) to track health, predict churn, and report on performance. - Ability to design scalable processes and successfully implement new tools, workflows, or playbooks. - Coaching-oriented leadership style with high emotional intelligence. Nice to Have: - Ability to work with advanced data visualization tools. - Experience selecting or implementing a CS platform (e.g., Gainsight, Vitally, ChurnZero). - Experience in the automotive industry. We Offer - 100% remote work environment. - Medical, dental, and vision insurance within 30 days (100% employer-paid medical). - Equity package. - Flexible PTO with 15 days minimum. - Generous parental leave. - FSA and HSA options. - 401(k). - Growth & wellness stipend. - WFH equipment. - Collaborative, high-ownership culture. - Opportunities for development and career growth.

🏢 Summary: Leadership role overseeing Customer Success Managers across enterprise and scaled segments, focused on building scalable account health frameworks and driving proactive retention. The position blends strategic operations, data-driven decision making, and team mentorship to improve customer outcomes and global retention. Fully remote role with comprehensive benefits and growth opportunities. 🗂️ Requirements: 2+ years managing a Customer Success team or 4+ years as Senior/Lead CSM, Experience managing Enterprise and Scaled/Digital customer segments, Experience conducting QBRs and multi-stakeholder account management, Proficiency using CRM, BI tools, or Excel for health tracking and churn prediction, Experience designing and implementing scalable processes or workflows, Ability to define KPIs and manage team performance, Experience implementing or using Customer Success platforms 📃 Skills: CRM, BI, Excel, Gainsight, Vitally, ChurnZero, DataVisualization, Automation, KPI, AccountHealthScoring 🏢 Description: About the Role As the Manager of Customer Success, you will lead our Customer Success Managers, overseeing a diverse portfolio that ranges from high-touch Enterprise partnerships to high-volume Scaled segments. Reporting to the Director of Customer Success, you will act as the bridge between personalized relationship management and digital-first automation. Your mission is to professionalize Customer Success operations by building a unified "Account Health" framework that works for every customer, regardless of size. You will lead a supportive, high-trust team and provide the strategic structure needed to turn informal knowledge into repeatable, data-driven playbooks that drive global retention. You Will Segment the Strategy: - Define and iterate on the engagement models for Enterprise (high-touch) and Scaled (tech-touch) tiers to maximize efficiency. Build the Health Engine: - Develop a standardized Account Health Scoring system that identifies risk across the entire 1,000+ account base. Operationalize the Knowledge Base: - Transition the team from informal collaboration to a structured internal knowledge base and formal playbooks. Drive Proactive Retention: - Use leading indicators to trigger outreach before a customer is at risk. Mentor & Measure: - Manage the day-to-day performance of the Customer Success team using clear KPIs to drive accountability and professional growth. You Have Must Have: - 2+ years of experience managing a Customer Success team or 4+ years as a Senior/Lead CSM. - Proven experience managing high-touch Enterprise accounts (QBRs, multi-stakeholder navigation) and Scaled/Digital segments (automation, mass communication). - Experience using data (CRM, BI tools, or Excel) to track health, predict churn, and report on team performance. - Ability to design scalable processes and successfully implement new tools, workflows, or playbooks. - High emotional intelligence with a coaching-first management style. Nice to Have: - Ability to work with advanced data visualization tools. - Experience selecting or implementing a Customer Success platform (e.g., Gainsight, Vitally, ChurnZero). - Experience with the automotive industry. Interview Process 1. Initial Screen – 30 minutes 2. Hiring Manager Interview – 60 minutes 3. Case Study Assessment – 45 minutes Problem Solving Exercise – 60 minutes 4. Cross-Functional Interview – 30 minutes Completion of the Wonderlic Assessment (20–30 minutes) is required before the end of the process. We Offer - 100% remote work environment - Medical, Dental, and Vision insurance within 30 days - 100% employer-paid medical insurance - Equity package - Flexible PTO with 15 days minimum - Generous Parental Leave - FSA and HSA options - 401(k) - Growth & Wellness Stipend - WFH equipment - Collaborative, high ownership culture - Opportunities for development and career growth

🏢 Summary: Lead and scale a Customer Success team overseeing both high-touch Enterprise and tech-touch Scaled segments, building a unified Account Health framework to drive proactive retention and operational excellence. The role focuses on developing data-driven playbooks, standardized health scoring, and structured processes to improve global customer retention across 1,000+ accounts. This is a remote leadership position combining strategic systems design, analytics, and team performance management. 🗂️ Requirements: 2+ years managing a Customer Success team or 4+ years as Senior/Lead CSM, Experience managing Enterprise (high-touch) and Scaled/Digital (automation-driven) segments, Experience using CRM, BI tools, or Excel for health tracking and churn prediction, Ability to design and implement scalable processes, tools, or workflows, Coaching-oriented leadership and high emotional intelligence 📃 Skills: CRM, BI, Excel, Gainsight, Vitally, ChurnZero, Automation, DataVisualization 🏢 Description: About the Role As the Manager of Customer Success, you will lead our Customer Success Managers, overseeing a diverse portfolio that ranges from high-touch Enterprise partnerships to high-volume Scaled segments. Reporting to the Director of Customer Success, you will act as the bridge between personalized relationship management and digital-first automation. Your mission is to professionalize Customer Success operations by building a unified "Account Health" framework that works for every customer, regardless of size. You Will - Segment the Strategy: Define and iterate on engagement models for Enterprise (high-touch) and Scaled (tech-touch) tiers to maximize efficiency. - Build the Health Engine: Develop a standardized Account Health Scoring system to identify risk across a 1,000+ account base. - Operationalize the Knowledge Base: Transition from informal collaboration to a structured internal knowledge base and formal playbooks. - Drive Proactive Retention: Use leading indicators to trigger outreach before customers are at risk. - Mentor & Measure: Manage day-to-day team performance using clear KPIs to drive accountability and professional growth. You Have Must Have: - 2+ years of experience managing a Customer Success team or 4+ years as a Senior/Lead CSM. - Proven experience managing both high-touch Enterprise accounts (QBRs, multi-stakeholder navigation) and Scaled/Digital segments (automation, mass communication). - Experience using data (CRM, BI tools, or Excel) to track health, predict churn, and report on performance. - Ability to design scalable processes and implement tools, workflows, or playbooks. - High emotional intelligence with a coaching-first management style. Nice to Have: - Ability to work with advanced data visualization tools. - Experience selecting or implementing a Customer Success platform (e.g., Gainsight, Vitally, ChurnZero). - Experience with the automotive industry. Interview Process 1. Initial Screen – 30 minutes 2. Hiring Manager Interview – 60 minutes 3. Case Study Assessment – 45 minutes Problem Solving Exercise – 60 minutes 4. Cross-Functional Interview – 30 minutes Completion of the Wonderlic Assessment (20–30 minutes) is required before the end of the process. We Offer - 100% remote work environment - Medical, Dental and Vision insurance within 30 days - 100% employer-paid medical insurance - Equity package - Flexible PTO with 15 days minimum - Generous Parental Leave - FSA and HSA options - 401(k) - Growth & Wellness Stipend - WFH Equipment - Opportunity to work with modern technology - Collaborative, high-ownership culture - Opportunities for development and career growth

🏢 Summary: Lead and scale the Customer Success function by managing Enterprise and Scaled segments, building a unified account health framework, and driving proactive retention through data-driven processes. The role focuses on operationalizing CS playbooks, implementing health scoring systems, and mentoring a high-performing CS team. This is a remote leadership position with comprehensive benefits and growth opportunities. 🗂️ Requirements: 2+ years managing a Customer Success team or 4+ years as Senior/Lead CSM, Experience managing Enterprise (high-touch) and Scaled/Digital CS segments, Experience using CRM, BI tools, or Excel to track account health and predict churn, Ability to design and implement scalable CS processes, tools, or playbooks, Experience managing team performance using KPIs 📃 Skills: CRM, BI, Excel, Gainsight, Vitally, ChurnZero, Slack, Automation, DataVisualization 🏢 Description: About the Role As the Manager of Customer Success, you will lead our Customer Success Managers, overseeing a diverse portfolio that ranges from high-touch Enterprise partnerships to our high-volume Scaled segments. Reporting to the Director of Customer Success, you will be the bridge between personalized relationship management and digital-first automation. Your mission is to professionalize our CS operations by building a unified "Account Health" framework that works for every customer, regardless of size. You will lead a supportive, high-trust team and provide the strategic structure needed to turn informal knowledge into repeatable, data-driven playbooks that drive global retention. You Are - You understand that an Enterprise lead needs a different "touch" than a high-volume user, and you know how to build systems for both. - You dive into data to find trends, churn risks, and expansion opportunities. - You can coach a CSM through a high-stakes executive presentation and help optimize an automated email sequence. - You thrive in ambiguous environments and turn messy data into structured processes. You Will - Segment the strategy by defining and iterating engagement models for Enterprise (high-touch) and Scaled (tech-touch) tiers. - Develop a standardized Account Health Scoring system across 1,000+ accounts. - Transition informal collaboration into a structured internal knowledge base and formal playbooks. - Use leading indicators to trigger proactive retention efforts. - Manage day-to-day CS team performance using clear KPIs. You Have Must Have: - 2+ years of experience managing a Customer Success team or 4+ years as a Senior/Lead CSM. - Proven experience managing both Enterprise and Scaled/Digital segments. - Experience using data (CRM, BI tools, or Excel) to track health, predict churn, and report on performance. - Ability to design and scale processes, tools, or workflows. - High emotional intelligence and coaching-oriented leadership style. Nice to Have: - Ability to work with advanced data visualization tools. - Experience selecting or implementing a CS platform (e.g., Gainsight, Vitally, ChurnZero). - Experience with the automotive industry. Interview Process 1. Initial Screen – 30 min 2. Hiring Manager Interview – 60 min 3. Case Study Assessment – 45 min Problem Solving Exercise – 60 min 4. Cross-Functional Interview – 30 min Completion of the Wonderlic Assessment (20–30 min) is required before the end of the process. We Offer - 100% remote work environment - Medical, Dental and Vision insurance within 30 days - 100% employer-paid medical insurance - Equity package - Flexible PTO with 15 days minimum - Generous Parental Leave - FSA and HSA options - 401(k) - Growth & Wellness Stipend - WFH Equipment - Collaborative, high ownership culture - Opportunities for development and career growth

🏢 Summary: Leadership role overseeing Enterprise and Scaled Customer Success segments, focused on building a unified account health framework, driving proactive retention, and scaling data-driven CS operations. The position blends strategic process design with hands-on coaching and performance management of CSMs. It emphasizes analytics, automation, and structured playbooks to improve global retention across a large account base. 🗂️ Requirements: 2+ years managing a Customer Success team or 4+ years as Senior/Lead CSM, Experience managing high-touch Enterprise accounts, Experience managing Scaled/Digital CS segments, Proficiency using CRM, BI tools, or Excel for data analysis, Ability to design and implement scalable processes or workflows, Experience tracking account health and predicting churn, Performance management using KPIs 📃 Skills: CRM, BI, Excel, Automation, Gainsight, Vitally, ChurnZero, DataVisualization, Analytics, KPI 🏢 Description: Steer offers a suite of software tools for automotive repair shops, combining essential tools into a user-friendly, cost-effective platform. The platform includes a Customer Relationship Management (CRM) marketing suite with text messaging, email automation, direct mail integration, reputation management, appointment reminders, declined/recommended services, and other features. Following the acquisition of AutoOps, the platform also includes intelligent, fully integrated scheduling software that enables customers to book appointments through a shop's website and Google Business Profile. About the Role As the Manager of Scaled Customer Success, you will lead Customer Success Managers across a diverse portfolio, ranging from high-touch Enterprise partnerships to high-volume Scaled segments. Reporting to the Director of Customer Success, you will bridge personalized relationship management and digital-first automation. Your mission is to build a unified Account Health framework that supports every customer segment and to transform informal knowledge-sharing into structured, data-driven playbooks that drive global retention. You Will - Define and iterate engagement models for Enterprise (high-touch) and Scaled (tech-touch) tiers. - Develop a standardized Account Health Scoring system to identify risk across 1,000+ accounts. - Transition informal collaboration into a structured internal knowledge base and formal playbooks. - Use leading indicators to proactively drive retention and reduce churn risk. - Manage day-to-day team performance using clear KPIs to support accountability and growth. You Have Must Have: - 2+ years of experience managing a Customer Success team or 4+ years as a Senior/Lead CSM. - Proven experience managing high-touch Enterprise accounts and Scaled/Digital segments. - Experience using CRM, BI tools, or Excel to track health, predict churn, and report on performance. - Ability to design and implement scalable processes, tools, or workflows. - High emotional intelligence with a coaching-focused leadership style. Nice to Have: - Ability to work with advanced data visualization tools. - Experience selecting or implementing a CS platform such as Gainsight, Vitally, or ChurnZero. - Experience in the automotive industry. We Offer - 100% remote work environment. - Medical, dental, and vision insurance within 30 days (100% employer-paid medical). - Equity package. - Flexible PTO with 15 days minimum. - Generous parental leave. - FSA and HSA options. - 401(k). - Growth and wellness stipend. - WFH equipment. - Opportunity to work with the latest technology. - Collaborative, high-ownership culture. - Opportunities for development and career growth.

🏢 Summary: Leadership role overseeing Enterprise and Scaled Customer Success segments, focused on building a unified account health framework, improving retention through data-driven strategies, and operationalizing scalable processes. The position combines team management, analytics, and systems design to professionalize CS operations across 1,000+ accounts. Fully remote with comprehensive benefits and growth opportunities. 🗂️ Requirements: 2+ years managing a Customer Success team or 4+ years as Senior/Lead CSM, Experience managing Enterprise (high-touch) and Scaled/Digital CS segments, Experience using CRM, BI tools, or Excel for health tracking and churn prediction, Ability to design and implement scalable processes, tools, or playbooks, Experience leading QBRs and managing multi-stakeholder accounts, Ability to define KPIs and manage team performance 📃 Skills: CRM, BI, Excel, Gainsight, Vitally, ChurnZero, DataVisualization, Automation, EmailMarketing, Slack 🏢 Description: About the Role As the Manager of Scaled Customer Success, you will lead our Customer Success Managers, overseeing a diverse portfolio that ranges from high-touch Enterprise partnerships to high-volume Scaled segments. Reporting to the Director of Customer Success, you will serve as the bridge between personalized relationship management and digital-first automation. Your mission is to professionalize Customer Success operations by building a unified Account Health framework that works for every customer, regardless of size. You Will - Define and iterate on engagement models for Enterprise (high-touch) and Scaled (tech-touch) tiers to maximize efficiency - Develop a standardized Account Health Scoring system that identifies risk across a 1,000+ account base - Transition informal Slack-based collaboration into a structured internal knowledge base and formal playbooks - Use leading indicators to proactively trigger outreach before customers are at risk - Manage day-to-day performance of the Customer Success team using clear KPIs to drive accountability and growth You Have Must Have: - 2+ years of experience managing a Customer Success team or 4+ years as a Senior/Lead CSM - Proven experience managing high-touch Enterprise accounts (QBRs, multi-stakeholder navigation) and Scaled/Digital segments (automation, mass communication) - Experience using data (CRM, BI tools, or Excel) to track health, predict churn, and report on performance - Ability to design scalable processes and successfully implement tools, workflows, or playbooks - High emotional intelligence and a coaching-first management style Nice to Have: - Ability to work with advanced data visualization tools - Experience selecting or implementing a Customer Success platform (e.g., Gainsight, Vitally, ChurnZero) - Experience in the automotive industry Interview Process 1. Initial Screen – 30 minutes 2. Hiring Manager Interview – 60 minutes 3. Case Study Assessment – 45 minutes Problem Solving Exercise – 60 minutes 4. Cross-Functional Interview – 30 minutes *Completion of the Wonderlic Assessment (20–30 minutes) is required before the end of the process. We Offer - 100% remote work environment - Medical, Dental, and Vision insurance within 30 days - 100% employer-paid medical insurance - Equity package - Flexible PTO with 15 days minimum - Generous parental leave - FSA and HSA options - 401(k) - Growth & wellness stipend - Work-from-home equipment - Opportunities for development and career growth

🏢 Summary: Lead and scale a Customer Success team overseeing both Enterprise and high-volume segments, building a unified Account Health framework and data-driven retention strategy. The role focuses on designing scalable processes, implementing health scoring systems, and driving proactive customer engagement. This is a remote leadership position with strong benefits and growth opportunities. 🗂️ Requirements: 2+ years managing a Customer Success team or 4+ years as Senior/Lead CSM, Experience managing Enterprise (high-touch) and Scaled/Digital (tech-touch) accounts, Experience conducting QBRs and navigating multi-stakeholder environments, Proficiency in using CRM, BI tools, or Excel for health tracking and churn prediction, Experience designing and implementing scalable processes, tools, or playbooks, Ability to define KPIs and manage team performance, Completion of Wonderlic Assessment 📃 Skills: CRM, BI, Excel, Gainsight, Vitally, ChurnZero, Automation, DataVisualization, Slack 🏢 Description: About the Role As the Manager of Scaled Customer Success, you will lead our Customer Success Managers, overseeing a diverse portfolio that ranges from high-touch Enterprise partnerships to high-volume Scaled segments. Reporting to the Director of Customer Success, you will act as the bridge between personalized relationship management and digital-first automation. Your mission is to professionalize CS operations by building a unified "Account Health" framework that works for every customer, regardless of size. You will lead a supportive, high-trust team and provide the strategic structure needed to turn informal knowledge into repeatable, data-driven playbooks that drive global retention. You Will - Segment the strategy by defining and iterating engagement models for Enterprise (high-touch) and Scaled (tech-touch) tiers. - Develop a standardized Account Health Scoring system to identify risk across 1,000+ accounts. - Transition informal collaboration into a structured internal knowledge base and formal playbooks. - Drive proactive retention using leading indicators to trigger outreach before customers are at risk. - Manage day-to-day team performance using clear KPIs to ensure accountability and growth. You Have Must Have: - 2+ years managing a Customer Success team or 4+ years as a Senior/Lead CSM. - Proven experience managing both high-touch Enterprise accounts and Scaled/Digital segments. - Experience using data (CRM, BI tools, or Excel) to track health, predict churn, and report performance. - Ability to design scalable processes and implement tools, workflows, or playbooks. - High emotional intelligence with a coaching-first management style. Nice to Have: - Ability to work with advanced data visualization tools. - Experience selecting or implementing a CS platform (e.g., Gainsight, Vitally, ChurnZero). - Experience in the automotive industry. Interview Process 1. Initial Screen – 30 minutes 2. Hiring Manager Interview – 60 minutes 3. Case Study Assessment – 45 minutes 4. Problem Solving Exercise – 60 minutes 5. Cross-Functional Interview – 30 minutes *Completion of the Wonderlic Assessment (20–30 minutes) is required before the end of the process. We Offer - 100% remote work environment - Medical, Dental, and Vision insurance within 30 days - 100% employer-paid medical insurance - Equity package - Flexible PTO with 15 days minimum - Generous Parental Leave - FSA and HSA options - 401(k) - Growth & Wellness stipend - WFH equipment - Opportunities for development and career growth

🏢 Summary: Hands-on Sales Manager role leading BDR and AE teams in a fast-growing automotive SaaS environment, owning the full sales funnel from pipeline generation to revenue conversion. The position focuses on data-driven coaching, AI-enabled sales workflows, and building a high-performance culture. Success is measured by rooftops added, MRR growth, and team development. 🗂️ Requirements: 3–5+ years B2B SaaS sales experience, 2+ years in sales management role, Experience managing BDRs and/or AEs, Ability to own full sales funnel, Data-driven sales coaching experience, Experience tracking conversion and activity metrics, Strong forecasting and pipeline management skills, Experience building sales processes and playbooks, Familiarity with AI tools in sales workflows, Strong communication and feedback skills 📃 Skills: SaaS, B2B, CRM, AI, HubSpot, Nooks, Forecasting, Pipeline, Prospecting, ColdCalling, Coaching, Analytics 🏢 Description: About The Role Steer is building one of the fastest-growing GTM engines in automotive SaaS and is seeking a Manager of Sales to lead from the front. This is a high-impact leadership role at the intersection of pipeline generation and revenue conversion, owning both the BDR and AE motion or coming in strong on one side with readiness to master both. This is a hands-on role involving call listening, real-time coaching, running blitzes, and building a high-performing team. Success is measured by rooftops added, MRR growth, and the development and success of sales representatives. The role is hybrid, 3 days per week in the Waltham, MA office, and reports to the Head of Sales. You Will: - Lead & Develop the Team: Hire, onboard, and develop BDR and AE talent. Build a culture of accountability, learning, and performance. Create clear progression paths from BDR to AE. - Coach With Data: Use activity metrics, conversion rates, connect rates, and pipeline data to identify improvement areas. Run call reviews, role-plays, and live coaching sessions. - Own the Full Funnel: Partner with BDRs on prospecting quality and handoffs, and with AEs on demo execution and close rates. Connect top-of-funnel activity to revenue outcomes. - Build & Maintain the Playbook: Develop and update the Sales Playbook covering prospecting, cold calling, objection handling, and closing. - Use AI Tools: Integrate AI into workflows for call intelligence, outreach personalization, pipeline forecasting, and coaching. - Operate Strategically: Align with Marketing, RevOps, and Sales Leadership. Deliver accurate forecasts and performance data. Own monthly and quarterly pipeline targets. You Have: Must Have - 3–5+ years in B2B SaaS sales, with at least 2+ years in sales management - Experience managing BDRs, AEs, or both - Player-coach mentality - Data-driven coaching approach - Strong communication skills - Comfort building processes in ambiguous environments - Familiarity with or interest in AI tools in sales workflows Nice to Have - Experience in automotive, SMB, or blue-collar verticals - Track record of promoting BDRs into closing roles - Experience with high-velocity, short-cycle sales cycles (2–3 days) - Familiarity with HubSpot and Nooks Interview Process - Initial Screen (Lead Recruiter) - Hiring Manager Interview - Presentation - Direct Report Interview - Career Journey/Problem Solving Exercise - Reference Checks - Wonderlic Assessment We Offer - Medical, Dental and Vision insurance within 30 days - 100% employer-paid medical insurance - Equity package - Flexible PTO with 15 days minimum - Generous Parental Leave - FSA and HSA options - 401(k) - Learning Stipend - WFH Equipment - Opportunity to work with the latest technology - Collaborative, high ownership culture - Opportunities for development and career growth